What started as a somewhat pleasant experience in this store has ended up becoming a nightmare for me, and I have ended up with a dress that I will no longer wear or use and £700 out of pocket. After purchasing a dress in November in the Baker Street store, a number of changes made to my 2022 wedding has meant that I no longer will wear a bridal gown. As soon as I knew this in January 2022 I contacted Wed2B to discuss a refund and was surprised to hear that I had exceeded a 14 day refund policy that was never mentioned to me. I was disappointed to hear this, and initially spoke to someone called Emma who did her best to help me and offered an exchange until a specific date. Knowing I was not going to wear a white dress, I asked if there was possibility of a refund as the dress was in perfect condition, tried on once since purchase especially as the dress was still apart of their current collection. The next messages I received were from Sophie, who lacked any form of empathy in her response. Meanwhile, as I had stored the dress in my mother’s house to keep safe. I retrieved the dress and took a look at the receipt. I was shocked to find a number of charges (including a box, hanger, cover and underskirt) that were not discussed with me prior to purchase and added to the bill. I was so unhappy with this that I called customer care and spoke to Michelle who advised she would call me back. A week later and NOTHING. I call back and speak to two more unhelpful members of staff, Charlie and Sophie who stated the refund had been declined and there was nothing that could be done. No offer of explanation was given to me as to why I never received a call back. It was also insinuated that I must have received an itemised breakdown of the receipt at purchase. This wasn’t the case, and I don’t appreciate being called a liar. I fully appreciate that I am outside of refund timescales and I have responsibility to check these details but equally it is the responsibility of a company to ensure the customer is fully aware. According to Wed2B this responsibility only sits with the customer which is unfair. So a message to ALL brides looking to shop at Wed2B - please make sure you’re aware of their rigid 14 day refund policy as naturally they won’t highlight this to you at purchase. Also ensure to check your receipt for any items they charge to you without authorisation such as underskirts and boxes. I’ve had a truly awful experience since purchasing a dress in November and wouldn’t want anyone else to go through the interactions I’ve had with the customer care team. Please save your hard earned money and shop elsewhere. Wed2B have no interest in their customers and their customer care team is bottom tier. My biggest regret so far in planning my wedding has been choosing Wed2B.